Something isn’t quite right with your current help desk solution, but you can’t pinpoint the problem. Tickets are moving slowly through the resolution process. Your agents are complaining. Customers are complaining.
If you want to evaluate your help desk software, you better be armed with the right metrics. It’s difficult to determine if your help desk software is working well by evaluating it at a single point in time. Instead, you need to look at many different data points across a historical period, such as average response time, average ticket completion time, accuracy rates, etc.
There are a number “red flags” that may indicate it’s time to rethink your help desk software – i.e. replace it with something better.
Here are four of the most common:
- Poorly Designed User Interface
If your help desk system is difficult to use or has a disappointing user experience, your team members and customers won’t use it as intended.
Instead of getting their problems resolved quickly, securely, and accurately by help desk professionals, customers will send email blasts to the IT department to work around the system. This adds unnecessary time to workflows and makes it difficult to track which customers need help, how many times they’ve contacted you, and whether or not their problem was resolved. In short, a poor UI can lead to poor customer service.
- Limited Data Storage
One of the most important features for fast, quality customer service is a database large enough to store previous incidents, change requests, white papers and other information needed to offer real-time solutions.
If you’re using an old, on-premise system, the prospect of upgrading to a modern cloud-based system can be intimidating, but the upgrade will pay off immediately in improved productivity, better record-keeping, and faster access to solutions.
- Inefficient Ticket Management
The foundation of good help desk support is the ability to organize your workload, prioritize tickets, and monitor ticket management.
Are details about each ticket easily available, or do you have to dig around to find important information?
Are you getting frequent follow-up requests from people whose original problem went unresolved? Can you group similar tickets to find the root cause of a single problem? If your support staff is having trouble collaborating on tickets or finding the information they need, it may be time to consider other help desk solutions.
- Non-conformance to Best Practices
Most reputable help desk solutions will allow some degree of customization – workflow automation, custom fields, routing rules, etc. These customizations help you configure the software to meet your needs, but it’s also important to choose a solution rooted in industry best practices.
Information Technology Infrastructure Library (ITIL), for example, makes it easier to set up optimized IT support across your organization. Using a framework like ITIL can help you align your workflows across multiple help desks and create standardized reporting to help you spot problems early on.
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If you think you’re ready for a new help desk software, start by answering a few important questions: Who do you want your help desk to serve – internal users or external customers? What metrics do you need to track? What kind of user interface is best for your needs? When you know these answers, you can start hunting for the best fit.
Have you recently purchased a new help desk solution? Share your experience in the comments section below.
Megan Pacella is a contributor for TechnologyAdvice.com, with specializations in B2B marketing and sales. She has also written for USA Today, Bearings Guide, 10Best Nashville, and other publications.